AWS Support Engineer

We are seeking a skilled AWS Support Engineer to deliver reliable, day to day operational support for our AWS hosted platforms. The role focuses on operational stability, incident response, controlled change and compliance, ensuring services meet agreed SLAs, resilience objectives and security requirements.

The position sits within the UK Managed Services function and works closely with global teams to provide local operational ownership, service continuity and customer assurance.

We’re passionate about helping our people grow. From day one, you’ll have access to mentoring and support from experienced colleagues who want to see you succeed. Whether it’s building new technical skills, exploring leadership opportunities, or shaping the next step in your career, we’ll give you the tools and encouragement to get there. This position recognises the strengths you bring today while providing clear opportunities to expand your impact as you progress.

Key Responsibilities

AWS Operations

• Operate and support production AWS environments supporting customer systems within the managed services operational team.
• Perform routine operational tasks including patching, upgrades, backups, certificate renewals, capacity housekeeping and scheduled maintenance.
• Ensure platforms remain secure, available and supportable in line with internal standards.
• Support the team with on-call rota escalations.

Incident & Problem Management

• Act as a primary responder within the team for operational AWS‑related incidents.
• Triage, mitigate, and restore service within agreed SLAs.
• Produce incident reports and root cause analysis, owning follow‑up actions to prevent recurrence.

Monitoring & Runbooks

• Maintain and improve monitoring and alerting for AWS centric services.

Change & Release Support

• Execute approved infrastructure and platform changes safely and consistently.
• Support releases from an operational readiness perspective, including validation and rollback planning.
• Participate in change reviews, highlighting operational risk and mitigation.

Security, Compliance & Assurance

• Operate AWS services in line with Idox security policies and managed service requirements.
• Ensure systems meet security and internal governance standards, including data encryption, access controls and logging.
• Collaborate with the security operations team to conduct regular security audits and vulnerability assessments, implementing remediation as needed.
• Enforce best practices in AWS identity and access management (IAM).

Collaboration & Communication:

• Work closely with internal teams to understand application requirements and provide infrastructure solutions
• Advocate for best practices in infrastructure management and cloud operations
• Communicate clearly with stakeholders, providing updates on system performance, incidents and project status.

Service Ownership

• Provide operational ownership for assigned cloud-based services and assist with on-call team escalations as required.
• Contribute to service reviews with clear operational updates and improvement recommendations.
• Support Managed Services leadership with service health and stability insights.

Skills & Qualifications

• Hands‑on experience supporting and managing AWS production environments.

To be successful you should bring:

• Strong problem-solving skills with a focus on root cause analysis
• Excellent communication and collaboration abilities
• Ability to work in a fast-paced, 24/7 production environment
• Passion for continuous learning and improvement.
• Experience working in multi‑location or follow‑the‑sun teams.
• Exposure to audit or compliance‑driven operations.

About Idox

Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments. Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.

We employ 700+ staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.

How to apply

Please apply following the link provided via the recruitment channel/ website, or if you cannot see a link, apply via Join.Us@idoxgroup.com where the Talent Acquisition team will review your application. As a result of high candidate volumes, please understand we cannot reply to individual applications, except when shortlisted for interview.

Also, please note successful applicants will need to satisfy the BPSS guidelines (Baseline Personnel Security Standards) which consist of the receipt of satisfactory references covering the last 3 years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check. This is in order to help us make safer recruitment decisions.

Privacy Notice

As part of the recruitment process, we will collect data about you in a variety of ways including the information you would normally include in a CV or a job application cover letter, or notes made by our recruiting officers during a recruitment interview.

Please read our Recruitment Data Privacy Policy here: https://www.idoxgroup.com/policies